Remote Technical Support Engineer — SQL & Back-End Fixes

SupportYourApp; Cartagena de Indias; Remote; COP 69,156,000 - 113,165,000; Full time

Benefits offered by this job

Fixed remote schedule

Remote from EU

International environment

USD compensation

Referral rewards

No time-tracking

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service leader delivering customer and technical support across 60 languages. We seek a Technical Support Engineer to diagnose backend issues, reproduce bugs, and provide data-backed solutions while collaborating with Engineering.

You will work in a multilingual environment with a focus on clear communication, documentation, and KPI-driven performance. Remote work from EU is available, with USD compensation and flexible scheduling.

Qualifications

• 2+ years of customer-facing experience in L1/L2 (or L3) technical support.
• Hands-on troubleshooting and code-reading skills.
• Strong SQL skills with production-scale relational databases.
• Working knowledge of PHP and/or JavaScript/TypeScript.
• Familiarity with AWS or another cloud provider.

Responsibilities

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations.
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs.
• Analyze logs, error traces, and metrics to identify root causes.
• Query production databases (read-only) to validate data-related issues.
• Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches.
• Escalate complex issues to Engineering with clear documentation and findings.
• Track incidents and outages through resolution, using monitoring and error-tracking tools to verify fixes.
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations.
• Maintain deep understanding of client solutions and meet KPIs.

Skills

English (C1)

Tech support

SQL

PHP/JS/TS

AWS

Customer-focused

Communication

Documentation

Analytical thinking

Escalation management

Tools

Sentry

Grafana

GraphQL

React Native

Job description

SupportYourApp is a global Intelligent Support-as-a-Service leader delivering customer and technical support across 60 languages. We seek a Technical Support Engineer to diagnose backend issues, reproduce bugs, and provide data-backed solutions while collaborating with Engineering.

You will work in a multilingual environment with a focus on clear communication, documentation, and KPI-driven performance. Remote work from EU is available, with USD compensation and flexible scheduling.